Michael Beard is seeking an IT position that utilizes his 20 years of experience in various roles including help desk, desktop support, anti-fraud research, and network administration. He has an Associate's Degree in Information Technology/Network Security and various IT certifications. His skills include troubleshooting, software/hardware installation, mobile device management, and strong customer service abilities.

1. Michael J. Beard Jr.
michaelbeard1978@yahoo.com
404-574-9033
14290 Southern Red Maple Dr.
Orlando, FL 32828
I have an Associate’s Degree in Information Technology/Network Security. I have my A+,
Network+, Security+, DCSE and MTA certifications. I have approximately twenty years of
experience in the IT field, 12 years of customer service/help desk-desktop technician and 6 years
anti-fraud. I am looking for a position where I can not only use my knowledge and experience in
the IT industry, but a position where I am free to learn and be taught skills that I may not know
or may not be fully proficient at.
Skills:
 Previous experience in consumer electronics repair, servicing the most popular brands of
electronics
 College Degree in Information Technology, Network/Security
 Strong knowledge of computer hardware repair and software imaging/reloading
 Good customer service skills
 Able to read and interpret electrical/mechanical diagrams and schematics
 Detail oriented
 Decision making, problem solving ability
 Able to multi-task
 Able to work in a very fast paced environment
 Work with windows XP, Vista, 7, 8, 8.1 and 10
 Respond to requests for technical assistance in person, via phone, email and help desk
ticket
 Diagnose and resolve technical hardware and software issues
 Follow standard help desk procedures & log interactions
 Track and route problems and requests and document resolutions via Excel Spreadsheets
and Word Documents
 Setup and deploy PC’s with software relevant to various divisions
 Install and configure software as necessary on new & existing PC’s
 Troubleshooting common office hardware, such as printers & scanners
 Deployment, training & support for new applications
 Asset tracking and documentation
 Working knowledge of Windows XP, Vista, 7, 8, 8.1, 10, hardware and other equipment
 Experience with email clients, configuration & troubleshooting
 Malware & Virus identification, prevention and resolution
 End user support of MS Office Suite applications
 Mobile device setup and configuration
 Phone support
 Compliance Research (Fraud Deterrence)

2.  Compliance/Policy Enforcement
 Credit Card Fraud Research & Prevention Specialist
 Chargeback Specialist
 Strong Customer Service skills
 Assist in the daily corporate operations when and where needed (i.e. local and
international special events, special projects, etc.)
 Completing all assigned daily tasks in a timely and accurate manner
 Desktop Technician
Jeunesse Global Orlando, FL Sep/2015- Apr/2016
Help Desk Specialist/Shipping Liaison/New Hire Training Mentor. May/2015-Apr/2016
Promoted to Fraud Research& Prevention/ Chargeback Specialist. Sep/2015 to May/2015
Roles and Responsibilities:
 AssistJeunesse membersinmanagingtheiraccountsvia email/helpdeskticket/phone.
 Troubleshootmemberaccountswhennecessary.
 ResearchMediaCompliance issuesandreporttoCompliance
 Researchmemberaccountsforcreditcard fraud and othercompliance/policyviolations
 Refundfraudulentorders throughthe Jeunesse systemandthroughmultiple creditcard
merchantgateways (NetBanx/Optimal/Paysafe,Authorize.net,IPS,WorldPay,CommAU,
PayPal,etc.)
 Disable fraudulentaccounts whenapplicable.
 AssistChargebackTeaminprocessingchargebacks (Chargeback - ademandbya creditcard
 Providerfora retailertomake goodthe losson a fraudulentordisputedtransaction.)
 Work closelywith3rdparty anti creditcard fraud companies(Accertify)inlocatingcreditcard
fraudwithinthe accountsof Jeunessedistributorsviaemailcorrespondence andAccertify fraud
reports.
 Assistintrainingnewemployeesonthe HelpDesk/Shippingprocessandnavigationof the
Jeunesse website andoperating system, andassistwithcontinuededucationof HelpDesk
Personnel
 MeetwithShippingDept.personnel andrelayinformation,new companypolicy/shipping
procedures andothertechnical issuesbetweenshippingdept.andhelpdesk,aswell as the IT
dept.and corporate supervisors
 Troubleshoot/configure- VPN,WIFIandMac OS.
 Create excel spreadsheets andworddocumentswhenneeded
 MeetwithMentor TeamPersonnel todiscussthe implementationof teaching/trainingmaterial
 Communicate withall Jeunesseshippingfacilities/offices(local andinternational)via
email/phone
 Ensure all helpdeskticketsare assignedtothe properemployee(s) whennecessary
 Good knowledgeof MicrosoftOffice applications,MicrosoftWindows
 WhenI was notbusywithotherprojectsI wouldassistthe IT dept.inconfiguringand
troubleshootingvariousmobileoperatingsystems,includingAppleiOS, Google Android,
BlackberryOS.,andWindows Phone andsupportingenterprisedeploymentsof Company
devices.

3. SunTrust Banks Inc. Orlando, FL Aug/2014-Jan/2015
Migration/ImagingTechnician and Assistant Team Lead
Roles and Responsibilities:
 Migrate software applications from company servers to 10000/15000 new devices
including laptops and pc's
 Image 10000/15000 devices with custom Microsoft Windows 7 OS image
 Ensure my team mates are staying on track with daily job requirements and duties
 Assist Team Lead in daily operations and production, such as adding devices to the
system logs, removing units from system (domain) so that they can be imaged or
reimaged, preparing devices for shipment to clients, installing and managing network
cables and device power cords.
 Perform any necessary troubleshooting on devices such as laptops, desktops, routers and
switches
 Monitor network and network hardware for any failures or disruptions in services
 Monitor any failures of company software portals.
 Perform any necessary troubleshooting on devices such as laptops, desktops, routers and
switches
 Report failures of network and other systems to team lead and network admin.
 Mobile device (Apple, Blackberry, Windows) repair/troubleshooting/setup and
configuration.
 Troubleshooting common office hardware, such as printers & scanners
 Setup and configure on IOS and Android devices mail.
 Troubleshoot software and hardware issues via phone or remote access.
Empower Software Orlando, FL Feb/2014 to Mar/2014
Full-time Hardware Technician
Rolesand Responsibilities:
 Repaired time clocks, kept inventory count, shipping and receiving, record keeping and
editing, sent clocks that were beyond in-house repair to vendor.
 Troubleshoot software and hardware issues via phone or remote access
 Reinstalled and tested software and firmware via VMWare
GraingerOrlando, FL 32819 Feb2014 to Feb 2014
SystemWide Software/Data Migration
Rolesand Responsibilities:
 Desktop Support Technician
 Analyzing the method of transforming existing data into a format for the new
environment and the loading of this data into other database structures and over 3800
devices.
 Reviewing existing migration tools and providing recommendations for improving
performance of the migration process.
 Phone support/PC Technician/Remote and Desktop Support
 Provide day-to-day support in monitoring and troubleshooting network related issues

4.  Manage all aspects of automation, including telecommunications (VoIP), cellular
devices, mobile data computer, Components and remote access security.
 Troubleshooting Windows Operating Systems (XP, Windows 7),
 Mobile Devices (Android; iOS; Windows Phone; BlackBerry, Apple IOS)
repair/troubleshooting/Configuration
 Handling PC hardware issues and printer issues
 Setting up and maintaining user desktop environments
 Manages help desk tickets and provides good call resolution time
 Simulates or recreates user problems to resolve operating difficulties
 Recommends system modifications to reduce user problems
AnixterOrlando, FL 32817 Aug/2013 to Nov/2013
SystemWide Software/Data Migration/NetworkSupport Specialist
Rolesand Responsibilities:
 Analyzed the method of transforming existing data into a format for the new environment
and the loading of this data into other database structures.
 Desktop/Phone Support Technician for 800 devices
 Reviewed existing migration tools and providing recommendations for improving
performance of the migration process.
 Provided necessary change and support documentation using Lotus Notes and Microsoft
Excel
 Created spread sheets as well as other hand written documentation.
 Provided network support and troubleshooting
 Ghosted (re-imaged) PC’s when necessary
 Troubleshooting Windows Operating Systems (XP, Windows 7)
 Handling PC hardware issues and printer issues
 Set up and maintained user desktop environments
 Managed help desk tickets and provided good call resolution time
 Attempted to simulate or recreate user problems to resolve operating difficulties
 Recommended system modifications to reduce user problems
 Android device repair/troubleshooting
Dell Inc WashingtonState (Tacoma) Feb/2013 to Jun/2013
Mobile Support Analyst
Rolesand Responsibilities:
 PC Technician, server, television, cell phone, iPod, iPad, iPhone, printer repair.
 Providing customer break fix support for designated equipment
 Communicating clearly in written and verbal form
 Possess excellent customer service skills
 Desktop/Phone Support Technician
 Accepting and delivery of all service calls assigned
 Completing all administrative tasks associated with each call

5.  Responsible for control and return of assets and inventory
 Other duties may be assigned to meet business needs
 May provide functional guidance to colleagues
 Troubleshooting/installing Windows Operating Systems (XP, Windows 7) as well as
Linux Red Hat
 Handling PC hardware issues and printer issues
 Setting up and maintaining user desktop environments
 Manages help desk tickets and provides good call resolution time
 Simulates or recreates user problems to resolve operating difficulties
 Recommends system modifications to reduce user problems
 Android device repair/troubleshooting
Comcast Tacoma, WA Jun/2013 to Aug/2013
Residential Cable/ VoIP Installer
Rolesand Responsibilities:
 Installed Cable for cable television such as RG59 coax, RG58 coax and RG6 coax.
 Installed digital cable boxes
 Installed Cat5, Cat 5e and Cat6 cables for internet access
 Installed Home Security Alarm Systems
 Installed necessary software for customer access to residential security system and
residential VoIP
 I also have experience installing and using VoIP apps such as Skype, Yahoo Messenger,
Microsoft Messenger, Facebook Messenger, Many Cam, Grove IP (add supported and
pro version), etc.
 Desktop/Phone Support Technician
Nerd Pro. Inc. Bradenton, FL May/1996 to Aug/2010
Project Technician/PC and laptop Break-fix Technician/IT Support Specialist
Rolesand Responsibilities:
 Oversee the daily performance of computer systems
 Answer customer inquiries regarding computer software and hardware
 Enter commands and observe system functioning
 Set up equipment, Install and perform minor and major repairs and Develop training
materials and procedures
 Build custom systems and networks.
 Install high-end audio/visual equipment, devices, and accessories (such as, but not limited
to projectors, screens, televisions, speakers, amplifiers, processors, tuners, racks, conduit
and raceways, control systems, communication equipment, security systems, lighting
control systems and networking hardware).
 Build and test equipment to ready for delivery.
 Installation of hardware on site including running wire and cable.
 Occasional programing/testing of software and firmware into the control systems and
other electronic equipment.
 Automotive Audio System Installation

6.  Desktop/Remote Desktop/Phone Support
Education:
University of Phoenix
August 2010 to January 2012
Associates Degree in Information Technology/Networking
New Horizons Computer Learning Center
A+, Net+, Sec+, MTA, DCSE certifications
4/21/2010-01/01/2012
References:
 Bruce Loar-(407) 925-9989
 Jim Robinson- (407) 616-5051
 Steven Taylor-(321) 217-6300
 William Margara-(407)-417-3676
 Geri Dorman-407-215-7414
 Jennifer Luce-407-215-7414
 Sean Kenny-407-215-7414
 Bernice Stephens-407-215-7414
 Mario Lebron-407-692-1898
 Rudolf Giordani-321-527-1557